There are a lot of digital assistants designed for customer support. That has value. If you’re taking tasks off your live agent’s plate, then you’re helping them focus on more…
read moreIn the various interactions I’ve had with ChatGPT, and the various posts and articles I’ve read by other people, I’ve had this recurring thought – talking to ChatGPT is like…
read moreWe’ve put together the DITAT maturity model for conversational AI to show the various stages of maturity conversational applications go through on the journey to AI transformation.
read moreWe’ve written about novel uses of personas, how AI improves a human’s work, and how holistic AI is the future of customer service. There’s countless ways those concepts can be…
read moreHere’s how Nova KBM, a market-leading Slovenian bank, automated its customer engagement, and the results it saw.
read moreRecently, we wrote about Florida Blue’s multi-channel assistant. A Visual IVR system with a voice assistant that helps the health insurance company’s customers apply for replacement Digital ID cards.
read moreYou’ll get a variety of answers if you ask anyone with a call centre bot how they measure its success. They might measure containment rates (how many callers were serviced…
read moreHere’s a high level overview of the kind of value you can find with voice assistants for CX automation, and how to set yourself up for success.
read moreThere’s a good chance you’ve heard of HSBC as it’s Europe’s largest bank with nearly $3 trillion in assets.
read moreHow do you take a quintessential British brand, steeped in tradition and history, with a legion of customers (quite a few who are in the older demographic) and transform it…
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